How to improve the customer experience with an omnichannel strategy

The level of consumer demand grows along with technological advances. Currently, the "in person" shopping experience is no longer enough, but rather the majority of users are looking for a service that offers several possibilities in “remote mode”, which includes personalized attention. It is the so-called omnichannel customer, and companies seeking success must be prepared to serve this user profile.

The omnichannel system offers customers the possibility of being able to interact with the company, disconnect and return to the same starting point where they left off from a different channel. For companies, having an optimized omnic system means improve your performance Thanks to loyal customers.

Optimizing an omnichannel strategy

Companies must focus on constantly improving the omnichannel experience of their customers, as well as their digital relationships. You have to design a integrated, attractive and flexible customer experience, based on existing technology that provides instant answers.

And sSupport for mobile devices and social networks It's essential as customers today seek full access to brands through their mobile devices, including social media pages.

The companies that use the social media and they offer fast response times their customers get higher sales revenue than those who don't. The optimized solutions on all devices represent a customer retention rate of 91%.

One factor that traps customer trust is having access to live inventory, in order not to spend time examining a product or service that is not available.  

Another top priority for the online customer is have access to real-time information about the services and products of your interest. When they can't easily locate the products they're interested in, around 27% of users go looking on the competitor's website.

La updated information it is equally important. When a customer is kept up to date on changes or news, there is a greater chance that they will buy again.

Personalize the digital shopping experience

If achieved, it is an effective way to stand out from competitors. But for it to really work, it needs to be done in a way that makes the customer feel like the person they are, not a number. 71% of customers want to feel valuedTime is one of your most precious assets. Therefore, if they are offered tools that make it easier for them to find solutions for themselves, it is a way of showing them that they are valued.

The omnichannel systems of a company must be personalized, quality and offer ease of accesso: Peak periods, after hours and weekends, must also be covered.

Another characteristic that the client especially values ​​is the flexibility representing integrate an online and offline store. This translates into a higher customer retention rate and increased profits for companies. For example, 'Click and Collect', a service that has improved the customer experience by letting them know that the item they need is already in the store waiting to be picked up. 

Thanks to integrated online and offline systems, customers shop more easily and according to their needs. And if they are offered the option of “reserve and try in the store”, the chances of making a sale increase.   

For more than 52% of customers,  convenience is more important than the price of a product or service, following very closely the quality factor.

If a customer is allowed reserve items that you can then see up close in the physical store, is a way of showing him that his time is valued. It is also a sign that the company is confident enough in its products to offer this service.

Another way to transmit trust to the client is offer you several options to communicate with the Customer Service department in easy ways, such as live information, personalized features, and integrated online and offline experiences.

In short, a good omnichannel strategy must incorporate all possible elements so that the customer experience is excellent. Speed, reliability, flexibility and the feeling that someone values ​​you across the line: that is the key to reach the customer and achieve loyalty.